BlueOcean

FEBRUARY 14, 2018

We’ve come a long way since then with social having earned its rightful place in the channel choice of both customers and contact center service providers. That means we can expect that contact center agents will spend more time investigating these complex problems and reasoning their way towards solutions.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

AWS Machine Learning

APRIL 16, 2024

AWS CloudFormation allows for a more streamlined and efficient approach to managing the bot’s definition and resources. AWSTemplateFormatVersion: "2010-09-09" Transform: AWS::Serverless-2016-10-31 Description: CloudFormation template for book hotel bot. Resources: # 1. Amazon Lex bots also support aliases.

Management 88

Management Hotels Resources Policies 88

NICE inContact

JULY 7, 2016

One of the most vital components of any contact center is the training department. No matter what kind of center you operate, it’s critical that those interacting with customers possess and maintain a solid understanding of the overall business, as well as its practices and procedures. Outline Your Needs.

Training 122

Training Contact Center Measurement Survey 122

Avaya

APRIL 3, 2017

He extends his vision that messaging is at the center of the digital transformation era. I wanted to explore some of the observations from the conference—especially those about contact center operators leveraging customer journey maps for serving customers effectively via chat, SMS and other messaging communiques.

Customer Journeys 58

Customer Journeys Contact Center Conference Chatbots 58

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. 4 Connected devices will trigger service requests Gartner’s IT predictions for 2016 focus extensively on the rise of the Internet of Things and the growth of personal digital assistants.

Self Service 48

Self Service Customer Service CRM Contact Center 48

Myra Golden

AUGUST 4, 2016

There are definite tactics, deployed strategically, that will position any customer service professional to create calm, defuse anger and assertively control conversations. This special training will be held online – August 10, 2016 1:00pm ET – 2:00pm ET. August 10, 2016 1:00pm ET – 2:00pm ET.

Training 58

Training Insurance Contact Center How To 58

Myra Golden

AUGUST 4, 2016

There are definite tactics, deployed strategically, that will position any customer service professional to create calm, defuse anger and assertively control conversations. This special training will be held online August 10, 2016 1:00pm ET – 2:00pm ET. August 10, 2016 1:00pm ET – 2:00pm ET. 299 per organization.

Training 40

Training Insurance Contact Center How To 40

Customer Bliss

MARCH 8, 2018

Listened to calls from the contact center to understand the kind of complaints they get and how they’re resolved. ” “I definitely would say don’t ignore your internal detractors. Looked at how to bring sales and customer service together. Walk the C-Suite and Departments Through the Customer Lifecycle.

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

Storyminers

MAY 4, 2016

[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue ]. It’s become a widely-used phrase in the last few years, but the problem is there’s no commonly accepted definition. The definition of customer experience (CX). This definition is a great start, but we wanted an even more comprehensive picture.

Industry 140

Industry Customer Experience Interaction Customers 140

Avaya

JUNE 1, 2017

That’s definitely important, but fans are thirsty for more. The 2016/2017 season saw an average per game attendance of 69,487 for the NFL, 30,163 for MLB, 21,692 for MLS, 17,884 for NBA, and 17,500 for NHL for American professional sporting leagues. The right contact center will help sell out stadiums. Was it easy to use?

Sports 50

Sports Technology Engagement Wireless 50

Avaya

JUNE 23, 2016

Avaya invited Brenda Emerson, President of IAUG, to share her thoughts about this year’s conference: Avaya ENGAGE 2016 was, in a word, engaging. Definitely worth the time and money. It’s great to see the best and the brightest business communications professionals gather each year. My first ever. The event exceeded my expectations.

Conference 40

Conference Video Communication Engagement 40

Tricia Morris

JANUARY 29, 2016

Which takes me to the second part of the definition “offered by the company, chosen by the customer”: Customer choice. This article appears in the Q1 2016 issue of CRMUG Magazine. It isn’t the sale, nor is it how great any one interaction or transaction is performed. Let’s get crafting. Click here to learn more. ).

Customer Engagement 40

Customer Engagement Engagement CRM Self Service 40

Magellan Solutions

JULY 5, 2021

Centro Global Solutions always aim to exceed their business partners’ definition of “excellent”. . Until they begin taking partners in different regions in 2016. Furthermore, they don’t have a definite statement on what exactly they can do for your business. . Why You Might Not Want to Outsource with Them?

Call Center 40

Call Center Company Omni-Channel e-support 40

Myra Golden

JANUARY 12, 2016

I’ll definitely get a Band-Aid for tomorrow. I stood in front of the open oven, toothpick in hand, for a couple of seconds wondering how I could have been so careless. Two days later in a bed and breakfast in Ohio, I have an ugly sore on my right hand. I talk with my hands, so this a problem on the big stage. I was careless and I got burned.

How To 40

How To Feedback Meeting Consulting 40

NICE inContact

AUGUST 9, 2017

I am, by definition, part of the Millennial Generation, although I’m nearly as old as someone can be while still being lumped in with these young whippersnappers. Dimension Data published a study in 2016 highlighting that only about 50% of companies have some level of SMS/text as a supported channel.

Customer Service 146

Customer Service Social Media Contact Center Study 146

Comm100

FEBRUARY 20, 2018

As a result, they reduce the number of incoming calls to contact centers, improving efficiency and reducing operational costs. Happier agents are also more productive, which means that they can better achieve contact center metrics. Chatbots are like evolved self-service portals or advanced knowledge bases.

Chatbots 125

Chatbots Self Service ROI Contact Center 125

ShepHyken

AUGUST 29, 2016

5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes. The Definition of Good Customer Service by Jacob Firuta.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. Below, we’ll share our predictions and explain what customer service and contact center leaders must factor into their plans. What will brands’ biggest concerns be in 2018?

Self Service 40

Self Service Trends Customer Service Contact Center 40

SurveySensum

JULY 14, 2020

She was named one of the 2018 ‘7 Influential Women in Customer Success’ by Gainsight, one of the top 2018, 2017, and 2016 CS influencers & strategists by Mindtouch and received a Stevies Award for Customer Service in 2016. She is a trusted industry voice for guidance on emerging contact center channels and technologies.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

OpinionLab

AUGUST 29, 2017

For example, IVR and other contact center technologies, store/branch feedback and various other mechanisms help identify where your omnichannel approach is falling short. My dad is in his late 60s (a baby boomer by any definition). The difference between the 2015 and 2016 figures are clear. It’s not a pretty picture.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Tricia Morris

OCTOBER 9, 2015

Treat yourself to the 13 shocking customer service statistics below to encourage bigger and better buy-in for your 2016 customer service initiatives: 1. Contact Centers Must Go Digital or Die, Forrester Research, 2015). Marketing Metrics: The Definitive Guide to Measuring Marketing Performance).

Self Service 40

Self Service Customer Service Poor Customer Service Contact Center 40